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As the adoption of self-service platforms increases, elderly customers often find themselves struggling with usability issues due to the lack of inclusive design practices that cater to their specific needs. This study addresses the interaction challenges faced by senior citizens with self-service banking technologies. Utilizing ethnographic methods and qualitative interviews, our research was conducted over a six-year period in various bank branches across Austria. The study documented elderly customers’ interactions with self-service devices and included interviews with customers and bank staff to understand their experiences and challenges. The findings reveal that senior citizens significantly rely on physical bank branches and require considerable human assistance when interacting with self-service technologies. Many elderly users show reluctance or discomfort with these technologies, citing complex interfaces and insufficient physical support at service points. The data highlight a notable gap in the design of banking technologies that fails to accommodate the needs of older users. It further emphasizes the need for more age-friendly design in banking technology to ensure inclusivity. By integrating clearer instructions, better physical ergonomics, and reliable human assistance, banks can enhance the accessibility of their services for the elderly.

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Banking Innovation vs. Elderly People: The Limits of Mobile Banking and Self-Service Stations-An Empirical Report to Improve Inclusive Design

  • 会议论文

  • 发表日期：

    2025年

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  • Karin Spevak,
  • Dominik Peter Hoelbing,
  • Dominik Schmelz,
  • Rene Baranyi,
  • Thomas Grechenig

摘要

As the adoption of self-service platforms increases, elderly customers often find themselves struggling with usability issues due to the lack of inclusive design practices that cater to their specific needs. This study addresses the interaction challenges faced by senior citizens with self-service banking technologies. Utilizing ethnographic methods and qualitative interviews, our research was conducted over a six-year period in various bank branches across Austria. The study documented elderly customers’ interactions with self-service devices and included interviews with customers and bank staff to understand their experiences and challenges. The findings reveal that senior citizens significantly rely on physical bank branches and require considerable human assistance when interacting with self-service technologies. Many elderly users show reluctance or discomfort with these technologies, citing complex interfaces and insufficient physical support at service points. The data highlight a notable gap in the design of banking technologies that fails to accommodate the needs of older users. It further emphasizes the need for more age-friendly design in banking technology to ensure inclusivity. By integrating clearer instructions, better physical ergonomics, and reliable human assistance, banks can enhance the accessibility of their services for the elderly.